MSP Support Technician II

MSP Hire, Inc.; Cleveland (OH); On-site; USD 65,000 - 96,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

Life insurance

Disability Insurance

401K with match

Job summary

MSP Hire, Inc. is seeking an experienced MSP Support Technician II based in Ohio to handle escalations from the helpdesk and provide advanced technical support for MSP clients.

You will join a team valuing service, with opportunities to grow into Subject Matter Experts as you hone your IT skills. The role emphasizes remote and in-person client interactions, detailed documentation, and collaboration to deliver high-quality IT services while supporting our mission to optimize client IT investments

Qualifications

• 5 years of IT support experience.
• 3 years of experience with Windows Server OS, Active Directory/Group Policy/DNS, Firewall config/troubleshooting, Switch config/troubleshooting (VLANs).
• Knowledgeable in networking LAN/WAN concepts, structure, and equipment – understand VLANs, configuring switches.
• Advanced Firewall Troubleshooting experience.

Responsibilities

• Take escalation tickets from the T1 technicians.
• Handle Tier 2 tickets including network issues, backup and disaster recovery review/maintenance/restores/deploying, security solution review/maintaining/deploying, MFA, A/V, SAT, SIEM, business applications support, securing third party support, POS, PMS, and Directory/DNS related tasks.
• Perform advanced firewall troubleshooting – policies, traffic monitoring, and configuration.
• Administer Microsoft 365 and Entra (Azure) – troubleshoot mail flow, mail rules, connectors, etc.
• Onboard new clients and communicate with clients both remotely and in person.
• Document issues and resolutions in detail.

Skills

IT support

Windows Server

Active Directory

DNS

Firewall

Networking

VLANs

Switch config

Job description

We are an Ohio-based MSP company specializing in comprehensive IT services for enterprises of all sizes. From desktop to server, network, and telecommunications solutions, we’re trusted partners dedicated to helping businesses achieve their goals while optimizing IT investments and minimizing costs.

The Role

Join our dynamic team as an MSP Support Technician II, where you’ll be in charge of escalations from our helpdesk team members and provide advanced technical support to our valued MSP clients.

We’re seeking a seasoned IT professional who exhibits a genuine commitment to service – someone who willingly goes above and beyond to ensure exceptional service delivery, whether it’s resolving technical issues or aiding colleagues and clients alike.

We value career-driven individuals who are passionate about honing their skills and advancing within the industry, with the potential to grow into Subject Matter Experts (SMEs) in a particular skill or discipline. If this sounds like you, we would love to have you on our team. Let’s work together to create a significant impact, not only within the IT industry but also in our community.

Responsibilities

• Take escalation tickets from the T1 technicians
• Handle Tier 2 tickets including but not limited to:
  • Network Issues / Outages
  • Backup and Disaster Recovery Review / Maintenance Restores / Deploying
  • Security Solution Review / Maintaining / Deploying
  • MFA
  • A/V
  • SAT
  • SIEM
  • Business Application Support / Securing Third Party Support
  • POS
  • PMS
  • Active Directory, Group Policy, DHCP, DNS edits
  • Hotel Applications (Key/lock, Guest Internet/Cable, etc,)
  • Financial and Accounting Applications
• Advanced Firewall Troubleshooting - policies, traffic monitoring, configuration
• Microsoft 365 and Entra (Azure) Administration - troubleshooting mail flow, mail rules, connectors, etc.
• Client Onboarding
• Client communications and interactions, remotely and in person
• Detailed documentation of issues and resolutions

Qualifications

• 5years of IT support experience
• 3 years of experience working with Windows Server OS, Active Directory/Group Policy/ DNS, Firewall config/troubleshooting, Switch config/troubleshooting (i.e. VLANs)
• Knowledgeable in networking LAN/WAN concepts, structure, and equipment – understand VLANs, configuring switches
• Advanced Firewall Troubleshooting experience

HR Information

• $65-$96k annually
• Medical, Dental, Vision benefits
• Life and Disability Insurance
• 401K with up to 4% match
• Paid Vacation and Personal Time Off.
• Fuel Stipend for local travel
• Professional Development Training Program
• Full-time, in Office (8:30 AM to 5:30 PM, M-F)